Electronic House Call - April 22, 2005

ELECTRONIC HOUSE CALL - April 22, 2005

I am back in the Northwest for a couple of days after five great days in New Orleans. Margene and I had such a good time! We met some of the nicest people, ate in some amazing restaurants and generally expanded our thinking in so many areas. I am anxious to return in June.

But before that happens, I have a quick trip to Baltimore next Monday and Boston the Monday following ... then we are off to Italy from May 4-26. Sooo ... if there is anything you need from me in the next month or so (like books, tapes and so forth), best to place your order by next week ... or be prepared to be patient.

SIMPLY AMAZING!
We held the first session of Super Summit 2005 in New Orleans at the beginning of the week. Rather than give you my report on what happened, it might be more meaningful if we let some of the attendees tell the tale ...

I always suspected that I was a terrible listener (turns out I was right!) but the way things were introduced gave me some real insight as to how to listen. I can see the business implications of this, but it has only been a day since I returned from the Summit, so let me share a personal experience that I noticed last night.

I get my children on Wednesdays and every other weekend and last night I was really with them. It was the first time in a while that I remember just listening to them tell me the story of their day. I've always asked but rarely even listened to their answer, I would ask because I thought that is what I was supposed to do but I realize that I would just wait my turn to talk again.

It is amazing what life looks like through a "clear mind" -- it is way better than "rose-colored glasses." Gentlemen, I am thrilled to have been a part of this experience. Thank you both for holding this Summit ... and save me three more seats in the June program! -- Paul Thornton, Washington Square Group, Huntsville, AL

The leap of faith we took was made possible by our faith in you and your work with us previously. While I've bought the concept, I'm curious to see if I can apply it. I guess time will tell ... although I stayed very calm and worry-free as we missed the airport exit and made a plane by seconds! -- Linda Grigsby, Joker's Comedy Cafe, Dayton, OH

Ever want to do something for yourself? Ever just want to do something crazy, that "may be" beneficial, that may help your outlook on life, that may improve your quality of life, that may help those around you enjoy "you" a little more? Take a chance, take a chance on you! Slow down a little, relax, take time for yourself you're worth it, come to the Super Summit -- you won't regret it. Need to hear more? Call me at 614-873-6547. -- Steve Ulrey, Flyer's Pizza, Columbus, OH

If you want to begin a journey in bettering (if that is a word) your relationships with co-workers, friends and family this is the perfect start. You will be exposed to "aha's" that become part of your mind set. You will start to see that the little things do mean so much more. -- Gary Giberson, Gulf Coast Bar-B-Q, Daphne, AL

A Note from the Doc:
You know that something special is happening when the people who attended the first program are asking for seats in the second program so they can send more of their key people.

You heard a bit of what these folks got from the program ... and this is before they have even had a chance to really apply their new understanding on the job. I commend them for having the courage to leap off into the unknown.

At the Super Summit we spoke of operating in the realm of elegant simplicity and it looks like they are starting to see some of that in their lives already. Even if it is not yet apparent to them, my guess is that the other people in their lives are noticing a difference ... and this is a very good thing.

LITTLE THINGS MEAN A LOT
While in New Orleans, we ate very well ... and at some of the best restaurants in the country. There were so many great ideas that we picked up. Here are just a few that stand out on a Thursday night:

Private Dining Rooms are very big in French Quarter restaurants. Some restaurants offer 15-20 private rooms of various sizes, often for use by the locals (while the tourists eat in the "public rooms" in the front of the place.)

On Monday night our group had a marvelous meal at Ralph's on the Park, the newest restaurant from the Ralph Brennan group. They not only handled us with style and grace, but I was impressed with the skill and bearing of their (mostly) young staff. It shows that training ... shows. Before you think, "Well, Ralph Brennan is doing big numbers so he can afford that kind of training," consider that training may be a big reason WHY he is doing big numbers.

Standard practice in the Brennan service manual is to replace partially filled water glasses with fresh glasses. I asked Ralph about it and he admitted that it did take a little more work and occasionally was difficult to juggle, but he felt that it was a little touch that made a difference to his guests. I can tell you that many in our group commented favorably on the practice. It goes to show you what is possible when you are willing to do the work.

I was impressed by their practice of substituting a black napkin for the white napkin when the guest was wearing dark colors. This keeps their clothes from becoming covered in lint. Of course, the napkin was always neatly re-folded when the guest left the table.

Sunday at the Super Summit we toured several of the hot restaurants in New Orleans. Among the ideas I saw that struck a chord with me -- Roast Pork Lasagna. Why? Because it sounds interesting, should have a good cost factor and a high perceived value ... and because nobody else will have it on their menu.

I liked the idea of offering a two-course meal for $10 at lunch. Why? Because it was different, guests would remember it (but probably upgrade to a higher-priced entree) ... and because nobody else will have it on their menu.

Do you get the drift? When you offer things that nobody else is offering, you create a significant point of difference in the market. That allows YOU to set the price ... and to do so based on the value of the product, not what the national chains' latest coupon deal happens to be.

THE APRIL SURVEY
It's a new month ... and a new survey question. One of the major concerns that surfaced in the January survey was staff training, so this month we explore that area in more detail.

Please take a few minutes to fill us in on the current state of your training and how you expect it to evolve in the next year. Add your thoughts to the April survey.

CREATING THE EFFORTLESS ORGANIZATION
Super Summit 2005 will help you develop a new frame of reference ... from your own insights, not from someone else's "good ideas." This will awaken your natural "people skills" which will lead to a calm mastery of the human factor in your work - even when you are faced with totally new situations, demanding guests, difficult staff, or just your own natural human ups and downs.

Best of all, this will all happen in a way that will enhance the productivity and morale of your staff, improve the well-being of your guests and put more money on your bottom line. In short, you will be able to get more done with less work in a manner that will seem effortless ... and restore balance to your life in the process! That is the simple -- and powerful -- promise of Super Summit 2005.

If this sounds like your idea of a good time, you owe it to yourself (and your family) to find out what Robert Kausen and I have planned for 44 more select people on June 6-7 in New Orleans. Apply before the end of the month and you qualify for an early registration scholarship.

This is the last program of this sort that we have planned. Don't miss it. Submit your application today.

THE PERPETUAL QUESTION
What did you learn from your staff today?

I learned how to improve our vacation request form. Our restaurant managers were confused by the new form developed to make vacation scheduling easier. Well the form was developed by our office staff for their needs. (need I say more?) And of course the restaurant received a copy of the form before Operations could review it.

As the District Manager I was upset that one of the managers filled out a request and I was not informed of the start and finish dates. As it turns out the form did not include a vacation start date, an ending date, nor a return to work date.

The managers were promised that the form would be looked into, and when reviewed I quickly called the managers and apologized and issued in detail how to complete the "NEW" REVISED FORM. The unit managers were very appreciative of the apology. Lesson learned: test all new forms and issue directions to the staff. Include input from other departments, but the forms must have a logical purpose and procedure, and explained in the simplest way. Ease of use is key to success. KISS principles apply. -- Richard Ritter, Shakey's Pizza, Irwindale, CA

A Note from the Doc:
Over time, you may come to understand that my perpetual question is really a lot deeper than it may sound. You may come to understand that improving your listening skills may be the most valuable management talent you can develop.

... and you may not. It all depends on how serious you are about finding out what you and your company are really capable of becoming.

I will continue to collect your answers to this important question. Just on the link below for a short coaching session on listening and a chance to contribute your answer for the common good.

What did YOU learn from YOUR staff today?

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